For more than 20 years, PointClickCare has beenthe backbone of senior care. We’ve amassed therichestsenior care dataset making ourmarket density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform.

With Collective Medical & Audacious Inquiry, we’ve become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient’s journey.

For more information on PointClickCare, please connect with us onGlassdoorandLinkedIn.

Position Summary:

We are looking for a seasoned Sr. Solutions Analyst who has worked with SaaS software. Your focus is on providing an exceptional customer experience while handling complex technical queries and complaints for our cloud-based healthcare solutions. We are looking for someone who can prioritize daily tasks to resolve customer problems, independently or with others, in a timely manner using various communication channels. To do well in this role you need to be able to remain calm while trouble-shooting complex system issues with customers. As well, a strong understanding of administrative tasks and workflows for long term care and medical facilities is crucial to your success.

Responsibilities:

Provide world class customer support and produce successful outcomes for clients with pressing challenges relating to administration, configuration, and utilization the application

Develop an in-depth understanding of our cloud-based software to support processes and patient care in long term care facilities

Facilitate the resolution of complex technical issues by way of log analysis, research, or problem recreation.

Work cross-functionally within the organization, to deliver quality, satisfaction, and resolutions to customers

Effectively use and search the knowledge base, consistently contributing new or updated superior quality content

Enhance, advocate, and exemplify KCS methodologies in addition to authoring and updating knowledgebase content

Works to frequently exceed established service delivery guidelines and key performance indicators

Mentor less experienced team members on trouble shooting SaaS products, customer support best practices, and internal processes

Thoroughly document problems via phone, email, chat, and web portal to accurately record the issue, investigative steps, and resolution using our help desk ticketing system

Be available to work rotating shifts between 8am to 8pm EST on weekdays with an occasional need for scheduled overtime on weekends and holidays as determined by business need

What does it take:

Understand the business processes and practices within a long-term care or medical facility

Formalized approach to problem-solving, certification in RCA an asset

Excellent communication skills, written and oral with acumen for conveying complex concepts to a variety of audiences

Energized and motivated by a fast paced, dynamic, high demand working environment

Demonstrated ability to multi-task, prioritize, and manage customer expectations

Ability to quickly learn more complicated aspects of new software functionality, emerging products, and systems that support them

A patient and active listener who is detail-oriented

High level of customer focus and empathy

Prior experience using the PointClickCare application is required

Required Experience:

1-2 years practical experience supporting and trouble-shooting web-based software applications

Experience using diagnostic tools to help resolve customer issues

Experience in Care Delivery, Care Coordination, Business Intelligence, or Financial Performance for either Skilled Nursing, Senior Living, Home Health, or Acute Care facilities

Bachelors Degree or post-secondary schooling is preferred

AtPointClickCare, base salary is one of the many components that make up our total rewards package.The CAD base salary rangefor this position is $65000- $74,000 + bonus or commission + equity + benefits. Our salary ranges are determined byjob and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all USlocations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experienceincluding professional and lived experience, and/or work location. Your recruiter can share more information about ourtotal rewards package during the hiring process.

Additional Information

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It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations.

When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: [email protected]

PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.

PointClickCare

(Canada) Sr. Solutions Analyst, Clinical